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DELBER RONCESVALLES, Customer Service Associate

DELBER RONCESVALLES

Customer Service Associate·Conduent Lipa

Philippines

Bachelor's degree, Business Administration

Work experience

Total years of experience: 25 years, 4 months

Customer Service Associate

October 2025 - April 2026

Conduent Lipa

Lipa City, Philippines

October 2025 - April 2026

​* Benefits & Coverage Clarification: Explains medical, dental, or vision health plan benefits, coverage details, deductibles, out-of-pocket costs, and co-pays to members and providers.

* ​ Claims & Billing Inquiries: Investigates and resolves inquiries regarding medical claims status, processing updates, billing questions, and payment discrepancies.

* ​Eligibility & Enrollment Support: Assists callers with verification of insurance eligibility, primary care physician (PCP) selection, and open enrollment updates.

* ​Provider Network Navigation: Guides callers on how to find in-network doctors, specialists, hospitals, and medical facilities.

* ​Grievances & Escalations: Handles member complaints or appeals according to strict healthcare compliance, privacy guidelines (such as HIPAA standards), and company protocols.

* ​System & Data Navigation: Accurately documents customer interactions, updates health plan databases, and navigates multiple secure systems simultaneously while adhering to strict data security frameworks.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Customer Experience Associate I (HealthCare PDP Account)

October 2025 - April 2026

CONDUENT Business Services, Philippines, Inc.

Lipa City, Philippines

October 2025 - April 2026

• . 2026. Facilitated member access to essential medications, ensuring high
standards of medication adherence and service quality.
• Expertly managed prescription drug coverage, formulary inquiries,
copayments, and prior authorization processes.
• . Resolved complex member concerns while strictly maintaining HIPAA
compliance and data security.
• . Maintained consistent KPIs for quality, productivity, and customer
satisfaction
Company industry:
Business Support Services

Customer Service Representative II

April 2025 - October 2025

TTEC Lipa ( Philippines )

Lipa City, Philippines

April 2025 - October 2025

* Assist customers with inquiries pertaining to their telecommunications accounts, services, billing, and technical issues.Identify, analyze, and resolve customer challenges, escalating intricate matters as necessary.

* Communicate with clarity and effectiveness across various channels, upholding a professional and accommodating demeanor.

* Maintain precise customer records, update account information, and process transactions as required.

* Adhere to established procedures and guidelines for managing customer interactions and resolving issues.

* Cultivate and sustain a comprehensive understanding of telecommunications account products and services.

* Listen attentively to customers inquiries and concerns, providing informed responses.

* Maintain composure throughout each interaction, actively engage in listening, and communicate with professionalism, employing positive language and demonstrating empathy towards customers at all times.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Customer Service Representative II

April 2025 - October 2025

TTEC Lipa

Lipa City, Philippines

April 2025 - October 2025

• . Delivered high-level troubleshooting and account optimization to improve
net promoter scores.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Logistics/Supply Chain Account Manager

April 2025 - April 2025

AGC Cargo Services (Project Based)

Las Pinas, Philippines

April 2025 - April 2025

Company industry:
Distribution, Supply Chain & Logistics

Logistics Account Manager/Consultant

April 2024 - April 2025

AGC Cargo Services

Manila, Philippines

April 2024 - April 2025

• . Consult on operational workflows and logistics management to improve
supply chain transparency.
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Logistics and Transportation

Customer Service Associate

January 2025 - March 2025

Results CX RAI

Lipa City, Philippines

January 2025 - March 2025

• Handle a high volume of inbound and outbound calls, emails, and
other communication channels.
• Provide accurate and timely information to patients regarding
appointments, billing, insurance, and other healthcare-related
matters.
• Resolve patient issues and complaints with professionalism and
empathy, escalating complex issues as needed.
• Accurately document all patient interactions and maintain detailed
records in accordance with HIPAA regulations.
• Meet or exceed performance metrics, including call handling time,
resolution rates, and customer satisfaction scores.
• Participate in ongoing training and development to stay current on
healthcare industry best practices and company policies.
• Identify and escalate complex issues to the appropriate team
members for resolution.
• Maintain a high level of accuracy and efficiency in all tasks.
• Proactively identify opportunities to improve processes and enhance
customer service
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Customer Service Associate I (HealthCare

August 2024 - March 2025

Results-CX RAI Lipa

Lipa City, Philippines

August 2024 - March 2025

• . Managed healthcare plan inquiries, ensuring accurate explanations of
benefits and enrollment processes for members.
Company industry:
Business Process Outsourcing (BPO)

Logistics Account Manager / Consultant

April 2024 - February 2025

AGC Cargo Services

Las Pinas, Philippines

April 2024 - February 2025

Develop and execute comprehensive sales and marketing strategies aligned with company objectives. This includes conducting thorough market research, competitive analyses, and creating detailed annual marketing plans.
Oversee the daily operations of the sales and marketing department, ensuring efficiency and effectiveness across all channels (e.g., digital marketing, sales enablement, events, public relations).
Empower the sales team by providing them with the necessary tools, resources, and training to achieve peak performance. This includes developing compelling sales materials, conducting comprehensive training sessions, and implementing and optimizing CRM systems.
Plan, execute, and meticulously analyze marketing campaigns across various channels. Accurately measure ROI and make data-driven adjustments to optimize campaign performance.
Provide expert consulting services to clients on sales and marketing strategies, assisting them in achieving their business objectives.
Manage the sales and marketing budget responsibly and effectively, ensuring optimal allocation of resources.
Lead, mentor, and motivate a high-performing team, fostering a collaborative and results-oriented work environment.
Track key performance indicators (KPIs), analyze data rigorously, and generate regular reports to monitor progress and identify areas for improvement.
Cultivate and maintain strong relationships with key stakeholders, including clients, partners, and internal teams.
Identify opportunities to streamline and improve sales and marketing processes for increased efficiency and effectiveness.
Evaluate, implement new technologies, enhance sales & marketing performance.
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Logistics and Transportation

Operations / Management

October 2022 - March 2024

P91 Logistics Services

Santa Rosa, Philippines

October 2022 - March 2024

• Develop and execute comprehensive sales and marketing strategies
aligned with company objectives. This includes conducting thorough
market research, competitive analyses, and creating detailed annual
marketing plans.
• Oversee the daily operations of the sales and marketing department,
ensuring efficiency and effectiveness across all channels (e.g., digital
marketing, sales enablement, events, public relations).
• Empower the sales team by providing them with the necessary tools,
resources, and training to achieve peak performance. This includes
developing compelling sales materials, conducting comprehensive
training sessions, and implementing and optimizing CRM systems.
• Plan, execute, and meticulously analyze marketing campaigns across
various channels. Accurately measure ROI and make data-driven
adjustments to optimize campaign performance.
• Provide expert consulting services to clients on sales and marketing
strategies, assisting them in achieving their business objectives.
• Manage the sales and marketing budget responsibly and effectively,
ensuring optimal allocation of resources.
• Lead, mentor, and motivate a high-performing team, fostering a
collaborative and results-oriented work environment.
• Track key performance indicators (KPIs), analyze data rigorously, and
generate regular reports to monitor progress and identify areas for
improvement.
• Cultivate and maintain strong relationships with key stakeholders,
including clients, partners, and internal teams.
• Identify opportunities to streamline and improve sales and marketing
processes for increased efficiency and effectiveness.
• Evaluate, implement new technologies, enhance sales & marketing
performance. Management / Operations
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Management

Operations Manager

October 2022 - March 2024

P91 Logistics Services

Santa Rosa, Philippines

October 2022 - March 2024

• . Directed daily logistics operations, focusing on fleet productivity and
warehouse efficiency.
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Management

office clerk

January 2001 - December 2023

Al Jaber Group of Companies

Abu Dhabi, United Arab Emirates

January 2001 - December 2023

Company industry:
Construction & Building
Job role:
Secretarial

Sales & Marketing Head

November 2020 - October 2021

Phoenix Memorial Chapel & Crematory Inc.

Santa Rosa, Philippines

November 2020 - October 2021

Company industry:
Sales Outsourcing
Job role:
Sales

Officer In Charge

June 2019 - November 2020

J.E.Villa Transport

Santa Rosa, Philippines

June 2019 - November 2020

Company industry:
Motor Vehicle Passenger Transport
Job role:
Logistics and Transportation

Officer in Charge (OIC) – Shuttle Services

June 2019 - November 2020

J.E. Villa Transport / Havana Transport Corp

Santa Rosa, Philippines

June 2019 - November 2020

• . Oversaw daily fleet operations and procurement for large-scale staff
transportation contracts.
• . Managed driver deployment, fleet maintenance scheduling, and service
level compliance.
Company industry:
Automotive Repair, Spare Parts, & Support Services

Procurement Officer

September 2016 - April 2019

Havana Transport Service Corporation

Cavite City, Philippines

September 2016 - April 2019

Company industry:
Motor Vehicle Passenger Transport
Job role:
Support Services

Procurement Officer

September 2016 - April 2019

Havana Transport Service Corporation

Cavite City, Philippines

September 2016 - April 2019

Administration / Back Office
Company industry:
Motor Vehicle Passenger Transport
Job role:
Purchasing and Procurement

Procurement Coordinator

November 2011 - May 2016

Advanced Information Technology Company Limited (iTechia)

Riyadh, Saudi Arabia

I found this job using Bayt.com

November 2011 - May 2016

Company industry:
Retail & Wholesale
Job role:
Sales

Procurement Coordinator

November 2011 - May 2016

Advanced Information Technology Co. Ltd.

Riyadh, Saudi Arabia

November 2011 - May 2016

/ Inventory / Warehousing
Company industry:
Retail & Wholesale
Job role:
Purchasing and Procurement

Retail Procurement & Sales Supervisor

August 2009 - May 2016

Advanced Information Technology Company Likited (iTechia)

Riyadh, Saudi Arabia

August 2009 - May 2016

• . Managed international procurement, inventory control, warehouse
management and retail operations for premium Apple products.
Company industry:
Retail & Wholesale

Retail Sales Supervisor

March 2010 - November 2015

Advanced Information Technology Company Limited iTechia)

Riyadh, Saudi Arabia

I found this job using Bayt.com

March 2010 - November 2015

Company industry:
Retail & Wholesale
Job role:
Sales

Retail Sales Supervisor

March 2010 - November 2015

Advanced Information Technology Co. Ltd.

Riyadh, Saudi Arabia

March 2010 - November 2015

Company industry:
Retail & Wholesale
Job role:
Sales

Retail Sales Advisor

August 2009 - March 2010

Advanced Information Technology Company Limited (iTechia)

Riyadh, Saudi Arabia

I found this job using Bayt.com

August 2009 - March 2010

Company industry:
Retail & Wholesale
Job role:
Sales

Sales & Marketing

August 2009 - March 2010

Advanced Information Technology Co. Ltd. iTechia / Authorized Apple (MAC)

Riyadh, Saudi Arabia

August 2009 - March 2010

Company industry:
Retail & Wholesale
Job role:
Sales

real estate manager

August 2007 - August 2008

Polanagui Villagers Realty Corporation

Polangui, Philippines

August 2007 - August 2008

Company industry:
Real Estate
Job role:
Management

Loans Book Keeper Appraiser/Inspector

June 2006 - August 2007

Rural Bank of Oas, Incorporated

Ligao, Philippines

June 2006 - August 2007

Company industry:
Banking
Job role:
Banking

Sales Admin and Marketing Secretary/Clerk

October 2004 - March 2005

Cosmos Bottling Corporation

San Pedro, Philippines

October 2004 - March 2005

Company industry:
FMCG
Job role:
Sales

Industrial Operations Clerk

January 2001 - December 2003

Al Jaber Group of Companies (Caterpillar Div.)

Abu Dhabi, United Arab Emirates

January 2001 - December 2003

• . Provided essential administrative support and inventory documentation for
global heavy equipment operations.
Company industry:
Heavy Industry & Metallurgy
Job role:
Logistics and Transportation

Education

University of Santo Tomas Legazpi (Aquinas University of Legazpi)

March 2000

March 2000

Bachelor's degree, Business Administration

Philippines

Skills

Procurement Management

Expert

Marketing

Expert

Admin Assistant

Expert

Administration

Expert

Sales

Expert

Sales

Expert

Call Center

Intermediate

Teamwork

Expert

Time Management

Expert

Digital Marketing

Intermediate

Leadership

Expert

Operations Management

Expert

Supply Chain Management

Intermediate

Human Resource Management

Intermediate

Inventory Management

Expert

Procurement Management

Expert

Driving

Expert

Data Entry

Expert

Administration

Expert

Microsoft Office

Intermediate

Management

Expert

Marketing

Expert

Accounting

Beginner

Customer Service

Expert

Microsoft Excel

Intermediate

Project Management

Beginner

BUSINESS PROCESS IMPROVEMENT

Intermediate

COMPUTER REPAIR

Intermediate

CORPORATE STRATEGY

Intermediate

EMPLOYEE PERFORMANCE MANAGEMENT

Intermediate

QUALITY MANAGEMENT

Intermediate

STRATEGIC LEADERSHIP

Intermediate

TEAM LEADERSHIP

Intermediate

TECHNICAL SUPPORT

Intermediate

Languages

Arabic

Beginner

English

Expert

Tagalog

Native Speaker

Malay

Beginner

French

Beginner

Memberships

Rotaract Club Legaspi West

Business Manager

November 1998

Training and Certifications

Certifications
AI Integration: Mastering Career Growth with AI
Microsoft Cybersecurity Course: Security, Compliance and Identity Fundamentals (TESDA Certification
TESDA PHILIPPINES
Jun 2025
XBox 360 Accreditation 2014
Nov 2013
Windows Phone Retail
Nov 2013
Windows Associate Accreditation 2014
Nov 2013
Microsoft Office Associate Accreditation 2014
Nov 2013
Basics in NetSuite
Jul 2024
Google Analytics
Jul 2024
Inventory Management
Jul 2024
Supply Chain Management
Jul 2024
Procurement Management
Jul 2024
Human Resource Management
Jul 2024
Operations Management
Jul 2024
Leadership Communication Skills
Feb 2024
Digital Marketing Basics
Feb 2025
Microsoft GenAI: Boost your Productivity with Copilot (4/5) AI for Future Program
May 2025
Training
Retail Pro Administor
Retail Pro
May 2010

Hobbies and interests

Computers, Cars, Business, Driving Vehicles, Entrepreneurship